“CHARACTERISTICS OF SERVICES COMPARED TO GOODS”

“Characteristics of services compared to goods”

Term paper on
“Characteristics of services compared to goods”
Course Title: Service Marketing
Course code: MKT 367

Prepared for:
Nazia Nabi
Faculty, School of Business, UITS
Head of the BBA Department, UITS

Prepared by:
1. S.M. Salehine Sakib (ID: 11310221)
2. Shahnaj Kabir Raha (ID:11310196)
3. Hasnahena Lucky (ID:11310219)
4. MD. Shake Safi (ID:11310031)
5. Md. Borhan Uddin (ID:11310225)

University of Information Technology and sciences (UITS) Date: 14 November 2013.
Letter of Transmittal
November 14, 2013
Nazia Nabi
Faculty, School of Business
University of Information Technology and Sciences (UITS)
Dear Madam,
We are submitting our report entitled “Characteristics of services compared to goods”, of the Service Marketing course requirement.
The service characteristics are remarkably diverse. It comprises a wide array of industries that sell to individual consumers and business customers, as well as to government agencies and nonprofit organizations.
Services make up the bulk of the economy in post-industrial societies and account for most of the growth in new jobs. Unless a person is already predestined for a career in family manufacturing or agricultural business, the probability is high that they will spend their working life in service organizations.
Please notice us if you have any question or comments regarding the interpretation of this report.
Thank you for giving us the opportunity to making this report and we look forward to working with you again.

Sincerely
S. M. Salehine Sakib

Acknowledgement

This term paper would not be accomplished without the generous contributions of any individuals. We are very much grateful totem for their unlimited help and support.

Above all, we express our gratitude to ALLAH the almighty, who aided us with his strength, gave us wisdom and patience to complete this term paper.
Additionally, we thank our course instructor “Nazia Nabi” who believed that we could terminate this term paper on time. His moral guidelines, endless effort, and joyful encouragement made us successful in this paper.

Furthermore, we want to show our appreciation to the executives for their unlimited patience during the time of research writing.

Moreover, we are also thankful to our classmates, group members, and friends for their helps and supports.

At last, we thank to our parents and other family members for their helps, supports and sacrifices during the study period.

S.M. Salehine Sakib

Shahnaj Kabir Raha

Md. Borhan Uddine

Hasnahena Lucky

Md. Shake Safi

Contents Chapter

Topic

Page

Executive Summary

01

Introduction
1.1 Origin of the report
1.2 Scope of the term paper
1.3 Limitation of the term paper

01-02

02

Characteristics of services compared to goods
2.1. Intangibility
2.1.1. Intangibility Characteristics in “UITS”
2.1.2. Intangibility Characteristics in “DBBL”
2.2. Heterogeneous
2.2.1. Heterogeneous Characteristic in “Sher-e-Bangla National Stadium”
2.2.2. Heterogeneous Characteristic in “Qatar Airways”
2.3. Simultaneous Production and Consumption
2.3.1. Simultaneous Production and Consumption Characteristic in “Persona”
2.3.2. Simultaneous Production and Consumption Characteristic in “Labaid”
2.4. Perishability
2.4.1. Parishability Characteristic in “Grameenphone”
2.4.2. Parishability Characteristic in “Star Cineplex”

02-06

02

03

03

03

04

04

04

05

05

05

06

06

03

Recommendation

07

04

Conclusion

08

05

Appendix

09

06

Bibliography

10

Executive summary
Services are activities performed by the provider, unlike physical products they cannot be seen, tasted, felt, heard or smelt before they are consumed. Since, services are not tangibles, they do not have features that appeal to the customer senses, their evaluation, unlike goods, is not possible before actual purchase and consumption. Services are typically produced and consumed simultaneously. Incase of physical goods, they are manufactured into products, distributed through multiple resellers, and consumed later. But, incase of services, it cannot be separated from the service provider. Thus, the service provider would become a part of a service. Services are deeds, performance or act whose consumption take place simultaneously; they tend to perish me the absence of consumption. Hence, services cannot be stored. The services go waste if they are not consumed simultaneously i.e. value of service exists at the point when it is required. Services are highly variable, as they depend on the service provider, and where and when they are provided. Service marketers face a problem in standardizing their service, as it varies with experienced hand, customer, time and firm. Service buyers are aware of this variability. firms should make an effort to deliver high and consistent quality in their service; and this is attained by selecting good and qualified personnel for rendering the service.

Bibliography: 10 Executive summary Services are activities performed by the provider, unlike physical products they cannot be seen, tasted, felt, heard or smelt before they are consumed. Since, services are not tangibles, they do not have features that appeal to the customer senses, their evaluation, unlike goods, is not possible before actual purchase and consumption. Services are typically produced and consumed simultaneously. Incase of physical goods, they are manufactured into products, distributed through multiple resellers, and consumed later. But, incase of services, it cannot be separated from the service provider. Thus, the service provider would become a part of a service. Services are deeds, performance or act whose consumption take place simultaneously; they tend to perish me the absence of consumption. Hence, services cannot be stored. The services go waste if they are not consumed simultaneously i.e. value of service exists at the point when it is required. Services are highly variable, as they depend on the service provider, and where and when they are provided. Service marketers face a problem in standardizing their service, as it varies with experienced hand, customer, time and firm. Service buyers are aware of this variability. firms should make an effort to deliver high and consistent quality in their service; and this is attained by selecting good and qualified personnel for rendering the service.